Migrate from The Service Manager to Microsoft Dynamics 365 Sales

The Service Manager incidents map directly to Dynamics 365 Cases via the msdyn_incident table in Dataverse. The incident ID becomes the Case number (ticketnum field), and the incident state (Active, Resolved, Cancelled) maps to the Dynamics statuscode and statecode values. Agent-assigned incidents resolve the agent email to a Dynamics OwnerId.

Service requests that represent pre-sales or upsell opportunities map to Dynamics 365 Opportunities with the request title as Opportunity Name. Request priority maps to Opportunity Priority or a custom field. Requests that represent billable services without a sales pipeline target become a custom Service Request table in Dataverse rather than a native Opportunity record.

The Service Manager person and company records map to Dynamics 365 Contact and Account respectively. Organizations in Service Manager map directly to Accounts (company name → Account.Name). Individual contacts under that organization map to Contact records linked via the AccountId lookup. Multi-contact organizations in Service Manager create one Account with multiple Contact records.

Hardware and software CIs that represent customer organizations map to Account records. Technical CI assets (servers, network devices, software instances) that have no direct CRM equivalent require a custom Asset_CI__c table in Dataverse, linked to the related Account or Contact. CI relationship maps (parent-child dependencies) are preserved as custom lookup fields or as a separate CI_Relationship__c junction table.

The Service Manager change request records do not have a native Dynamics 365 equivalent. FlitStack creates a custom ChangeRequest__c table in Dataverse with fields for ChangeType (Normal, Standard, Emergency), RiskLevel, ApprovalStatus, and ScheduledStart. The change request's related Incidents and CIs are linked via lookup relationships in the custom table.

Service Manager Problems that aggregate multiple related Incidents map to a custom Problem__c table linked to the parent Case records. The Problem title, root cause description, and known error resolution fields become custom text and textarea fields on the Problem__c record. Active Problem records that have not yet been linked to Incidents are created as standalone Problem__c records in Dynamics 365.

The Service Manager SLA entity — containing response time, resolution time, and breach thresholds tied to customer contract tiers — has no native Dynamics 365 equivalent. SLA thresholds migrate as custom fields on the Case table: SLA_Response_Hours__c, SLA_Resolution_Hours__c, First_Response_Due__c, and Resolution_Due__c. Business rules in Dynamics 365 can use these fields to trigger alerts via Power Automate.

The Service Manager agent records are matched to Dynamics 365 SystemUser records by email address. Unmatched agents are flagged before migration — the team either creates the Dynamics user or assigns the agent's records to a fallback owner. Active vs. inactive agent status maps to the IsDisabled flag on SystemUser.

The Service Manager work notes and activity history attached to incidents map to Dynamics 365 Annotations on the Case record. The note body, created date, and author (resolved to a Dynamics user) are preserved. Rich-text formatted notes are stored as HTML in the notetext field of the Annotation entity.

File attachments on incidents and service requests migrate as Dynamics 365 Annotations with the file stored in the Annotation's documentbody field. For attachments exceeding the Dataverse file size limits, FlitStack re-uploads to a linked SharePoint Document Location associated with the Case or Opportunity record, preserving the original filename and content type.

The Service Manager service catalog — structured request offerings with form fields, approval routing, and fulfillment workflows — has no direct Dynamics 365 Sales equivalent. Request titles and descriptions migrate as a custom CatalogItem__c reference table. Full catalog functionality with request forms and approval chains must be rebuilt using Dynamics 365 Customer Service portals or Power Pages after migration.